top of page
Welcome to our blog, where curiosity meets expertise. Here, we dive deep into the latest trends, share our professional insights, and offer practical advice to navigate the ever-evolving landscape of customer experience.
Exploring the Heart of Our Industry
The Support You Get is Equal to the Support You Give: Nurturing Your CX Human Infrastructure
Often when companies undergo efforts aimed at implementing or strengthening the support side of their operations the technicals...
Francisco Aguirre
Jan 26, 20245 min read
Visa's Dispute and Fraud Monitoring Programs: A Comprehensive Guide
Fraud attacks can cause various levels of harm to a business, depending on factors such as the attack's size, duration, and the...
Devon Harris
Sep 1, 20235 min read
Defining Customer Experience Success for C-Suite Leaders
There is a common pattern that occurs when a CEO or other C-suite leader becomes passionate about improving customer experience. They may...
Devon Harris
Aug 12, 20233 min read
Unlock the Power of Stripe Payment Gateways: The Ultimate Guide
Stripe payment gateways offer a comprehensive suite of features that make it easy to accept payments online. In this comprehensive guide,...
Ana Gomez
Jul 10, 20234 min read
Helping Your Team Develop Time Management Competencies for Enhanced Customer Service
As a CX leader, one of your key responsibilities is to support your team in developing effective time management skills, particularly for...
Tamara McKenzie
Jun 18, 20235 min read
FedNow: A New Era of Real-Time Payments
The Federal Reserve's announcement of FedNow, a real-time payment service set to launch in July of this year, is set to disrupt the...
Ana Gomez
May 4, 20234 min read
The RESTRICT Act and Its Implications for Customer Experience
The Restricting the Emergence of Security Threats that Risk Information and Communications Technology Act (RESTRICT Act) is a bill aimed...
Devon Harris
Mar 30, 20233 min read
10 Reasons for Delayed Response Times in Support (and Tips on How to Resolve Them)
The speed at which a company responds to customer inquiries can greatly impact the quality of customer service interaction. Research has...
Tammy McKenzie
Mar 26, 20235 min read
The Art of Support Escalations: Switching Out Support Agents
When a customer conversation seems to be stuck and unable to progress toward a solution, it can be frustrating for everyone involved....
Devon Harris
Mar 24, 20232 min read
Achieving Sustainable Growth: Strategies for Startups
In the startup world, the word "growth" is heard constantly, from market share to revenue. The emphasis is often on achieving rapid...
Ana Gomez
Mar 9, 20236 min read
Diverse Payments Options & How They're Changing Chargebacks
As technology advances, industries have undergone significant changes in recent years to accommodate a range of online and in-store...
Devon Harris
Feb 14, 20233 min read
Breaking the Cycle of Negative Nancies: How to Tackle Employee Complaints About Customers
The human brain has a tendency to dwell on negative experiences, and this is a common phenomenon in the workplace as well. On average,...
Tamara McKenzie
Feb 13, 20236 min read
2023 Support Trend Predictions
In 2023, we expect to see leading organizations turn to automation to solve their most urgent customer service challenges—and turn a...
Devon Harris
Dec 31, 20222 min read
Customer Service Tips for Small Business
To deliver excellent customer service, small businesses need to be resourceful and strategic despite having smaller teams and fewer...
Ana Gomez
Dec 13, 20224 min read
Avoid These Red Flags When Outsourcing CX Support
Selecting the right customer experience (CX) support agency is crucial for your business. With so many options available, it can be...
Tammy McKenzie
Dec 2, 20223 min read
4 Key Indicators of Successful CRM Implementation
Implementing a new CRM can be a daunting task for any organization. While it's important to make the right choice when selecting a CRM,...
Tamara McKenzie
Nov 20, 20222 min read
The Importance of Hiring a CX Consultant Before Your First In-House Support Hire
Despite its importance, many businesses still do not fully understand customer experience, and few have dedicated CX managers or teams....
Devon Harris
Oct 30, 20223 min read
3-D Secure: The Complete Breakdown for Merchants
3-D Secure is an online security protocol used in card-not-present (CNP) transactions to improve security. It was first rolled out in...
Ana Gomez
Oct 23, 20223 min read
Segment and Conquer: A Guide to Effectively Segmenting Your Users and Avoiding Common Pitfalls
Segmenting users is a crucial skill in business analytics. It helps analysts understand different groups within their customer base and...
Tamara McKenzie
Jul 28, 20224 min read
Managing and Improving Brand Perception: Strategies, Tactics, and Tools
Brand perception is determined by customers, not companies. It is what customers believe a product or service represents, based on their...
Ana Gomez
Jul 17, 20223 min read
bottom of page